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Manager, Warranty Administration

Date: Oct 15, 2021

Location: Conyers, GA, US, 30013

Company: Dover Corporation

Our Story:

 

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

 

DFR is part of the Refrigeration and Food Equipment segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

 

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

 

Job Title:        Manager, Warranty Administration          

Location:        Conyers, GA (preferred)  or Richmond, VA (considered)    

 

What we’re looking for:

 

We are looking for an individual to develop a comprehensive and standardized warranty process which encompasses all operating companies within the Dover Food Retail Group. This person provide leadership to the team of warranty administrators and will serve and the liaison between the Dover Food Retail and all applicable customer groups in regard to the investigation, processing, adjudication, analysis, and reduction of warranty claims.  This highly visible role will report directly to the Director of After Sales Support and will be based out of our Colonial Heights, VA facility or our Conyers, GA facility. Ideal candidates will take ownership of promptly addressing customer warranty claims and ensure that actionable voice of the customer data is captured from each customer interaction to fuel continuous improvement activities within the Dover Food Retail Group.

 

What you’ll be responsible for in this role:

  • Provide leadership for the development and implementation of a warranty management system for the collection, tracking, and analysis of all warranty claims and customer warranty submissions
  • Review, analyze, understand, and own all warranty data and failure modes with the intention of identifying warranty reduction opportunities
  • Develop and own a comprehensive, efficient, and cost-effective warranty and warranty return processes for Dover Food Retail.
  • Identify and define warranty and cost of poor-quality reduction opportunities across all Dover Food Retail companies
  • Design and present monthly warranty analysis reports for senior management at the corporate and operating company levels
  • Provide component improvement recommendations to Dover Food Retail senior management based on warranty and goodwill claim analysis
  • Lead and manage a team of Warranty Administrators with the intent of providing internal and external customers prompt service and concise documentation of the all warranty claims and warranty investigations
  • Implement a process to manage the application of the warranty policy and improve the internal operating efficiencies of the Warranty Administration team.  Responsibilities including, but not limited to:
    • improve the recovery of claim expenses
    • increase the ease of dealer claim input
    • improve the quality of information received within claim submissions
    • Standardize the allowable service charges and fee structures for work performed in the field
  • Develop and own the process of documenting, revising, and appropriately publishing all Dover Food Retail warranty programs and warranty program revisions
  • Create and manage a communication and training procedure for to educate internal stakeholders and all customer groups regarding changes or updates to the warranty policy
  • Form partnerships with the Quality, Manufacturing, Engineering, Sales, or other functional teams to drive warranty reduction programs across Dover Food Retail

What are the basic qualifications?

 

  • Bachelor’s Degree in Business or Engineering with 7+ years of warranty related experience in addition to 2+ years of experience leading a team

 

What are the preferred qualifications?

 

  • 5+ years in a leadership position specifically responsible for the reduction of warranty programs
  • Lean Six Sigma Green Belt (or similar) certification focused upon continuous improvement activities

 

To be a great fit for the role:

 

  • Excellent communication and problem-solving skills
  • Professional and courteous demeanor
  • Commercial refrigeration, or similar industry knowledge and experience
  • Be a customer and brand advocate
  • Familiarity and use of formal problem-solving techniques
  • Adept in using CRM software (Salesforce preferred)
  • Customer-centric mentality
  • Proficiency with MS products (Outlook, PowerPoint, Excel, Word, Visio)

 

How We Define Our Values and Why You Should Join Our Team:

 

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all our key audiences: our shareholders, customers, prospective employees and especially to ourselves.

These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company.

 

  • Collaborative Entrepreneurial Spirit
  • Winning Through Customers
  • Respects and Values People
  • Expectations for Results
  • High Ethical Standards, Openness, and Trust

 

What’s in it for you?

 

  • Medical, Dental, and Vision
  • 401k Retirement Plan
  • Flexible Spending
  • Paid Holidays

 

 

#LI-FG1

 

 

 

 

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

 

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

 


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